What Shall We Do with the Popups? On-the-Spot Innovation Can Create Unforeseen Problems
A popup is an innovation that is born of frustration. Service agents see things that do not work and ask for improvements, but the company fails to respond. Their answer is to create an innovation to smash the problem. Such innovations may be excellent, or counterproductive, because while they solve a specific problem they might also do greater damage to the organization as a whole. The chapter shows how to resolve this dilemma, as well as introducing the three agents of innovation (innovator, innomanager and innosufferer) and showing concrete ways to implement new ideas. It also depicts a hitherto undiagnosed brainpower syndrome, the “Himalayan syndrome”.
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